Genesys Cloud (formerly PureCloud)

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Email storage

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  • 1.  Email storage

    Posted 08-31-2020 09:11
    Hi there.

    We are implementing ACD Email routing, by redirecting our customer face email addresses to the Genesys Cloud "mypurecloud" domain. As we have seen in the configuration, Genesys Cloud is using Amazon SES to receive these emails.

    Is it possible to know if these emails are stored in the Amazon SES mailbox? If they are, for how long?

    Thank you very much in advance.

    Best regards,
    #DigitalChannels
    #PlatformAdministration
    #Security

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    Alfonso Colomina
    Banco Bilbao Vizcaya Argentaria, S.A.
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  • 2.  RE: Email storage
    Best Answer

    Posted 08-31-2020 11:21

    I don't believe they actually store them in the mailbox after they are routed to an agent.  You could use the BCC to send back into your own if you want to archive, but I was under the impression that recorder does not store them as Emails, but as transcripts of the emails and deletes Email as they are sent.  Since everything is using SMTP, it does not really matter where you want to store your Emails before sending to Genesys Cloud.

     

     

    Robert

     

     

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  • 3.  RE: Email storage

    Posted 10-23-2020 21:06
    Edited by Krisinda Bleau 10-23-2020 21:06
    Hi Alfonso,
    Per Genesys support from a previous case I had, email bodies and attachments are stored in AWS S3 for 6 months, using AWS server-sided encryption, which uses AES-256 - https://docs.aws.amazon.com/AmazonS3/latest/dev/serv-side-encryption.html

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    Krisinda Bleau
    Principal Solution Engineer
    Altivon, a ConvergeOne Company
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